OTS

Communication is Key During a Power Outage

La Plata Electric Association (LPEA) introduces Outage Texting Service (OTS). A new power outage text alert program that provides LPEA members with a convenient way to stay connected during a power outage. Using the everyday accessibility of Short Message Service (SMS), a text messaging service, LPEA can quickly and easily communicate about power outages in our service territory.

Using OTS gives you peace of mind knowing that you won’t be caught by surprise. You’ll have access to the best information we have available. Participating is easy. LPEA will send an introductory text from 1-888-839-5732 to our member’s cell phone numbers on record welcoming them to the OTS application. LPEA members who do not want to participate in OTS can simply opt out if desired, and members who do not have a cell phone on file can add the information on SmartHub via www.lpea.coop or contact LPEA directly at 1-888-839-5732.

We recommend adding LPEA phone number 1-888-839-5732 to your phone’s contacts so you can quickly report your outage when necessary. PLEASE NOTE: Standard text and data rates may apply.

Outage texting is an automated process through LPEA’s Outage Management System (OMS) and relies on keywords to communicate. The following are the only keywords allowed to communicate about an outage via text:

TEXTLPEA Opts member into the outage text alerts

OUT Reports an outage at service address associated with number

STATUS Requests the STATUS of an outage

QUIT Cancels member’s participation in outage text alerts

HELP Provides information about LPEA’s text program & a number to call for support

Update your LPEA contact information to have access to this convenient new service!

ONLINE

Update your LPEA account information easily and at any time by logging in to your account on SmartHub via www.lpea.coop or contacting LPEA directly at 1-888-839-5732. Phone numbers and email are listed in the "Account Profile" section. Please note that mobile numbers may be listed in any phone number field, regardless of how that field is labeled. The text alert system will recognize a mobile number in any field formatted for a phone number.

EMAIL

Email csr@lpea.coop with up to six mobile numbers you'd like listed on your account. Be sure to provide the LPEA member’s name and account number in the email!

BY PHONE

Connect with a Member Service Specialist for assistance by contacting LPEA directly at 1-888-839-5732.

The Outage Texting Service (OTS) is a notification service that enables LPEA members to report power outages and receive outage restoration updates. The OTS program is available without charge to all residential LPEA members. Please note that standard message and data rates may apply through your carrier.

How do I participate in the Outage Texting Service (OTS)?

First, list your mobile number(s) on your LPEA account, then text TEXTLPEA to 1-888-839-5732. You'll also want to save this number to your phone’s contacts, so you can quickly report your outage when necessary. PLEASE NOTE: Standard text and data rates may apply, and it may take up to one day for changes to your account to take effect.

Can my spouse and I both get alerts about our LPEA account on each of our mobile phones?

Yes, you may register up to six mobile phone numbers to receive OTS alerts from the same account.

I have accounts at multiple locations. Can I get OTS alerts about each one at my mobile number?

You may have one number associated with up to four locations. If you have five or more locations, you’ll be asked to call to report your outage.

I reported an outage and texted STATUS, but the OTS message said there was no outage for my account. Why is this happening?

It can take a few minutes before your outage is entered into our system. Please wait a few minutes and then text STATUS again. If you get another OTS message that says there is no outage, please text OUT again to ensure that we enter your outage into our database.

I texted OUT several hours ago, but I haven’t received a STATUS update. What’s going on with OTS?

In most cases, in order to receive a STATUS update, you must text STATUS to 1-888-839-5732. LPEA will only push a STATUS notification to members if a significant event occurs that will impact restoration efforts. You should receive a text notification from LPEA when power has been restored.

During major storm events or other times when there is a high volume of outages, STATUS updates may not be available. LPEA will instead communicate about outage restoration progress through our social media platforms Facebook, Twitter and Instagram pages with LPEA’s website www.lpea.coop providing additional outage information. LPEA will provide additional outage information to more traditional channels, including local newspaper, radio and TV.

I texted a question to LPEA about my outage. Why haven’t I received a response?

Outage texting is an automated process through LPEA’s Outage Management System (OMS) and relies on keywords to communicate. The following are the only keywords allowed to communicate about an outage via text:

TEXTLPEA Opts member into the outage text alerts

OUT Reports an outage at service address associated with number

STATUS Requests the STATUS of an outage

QUIT Cancels member’s participation in outage text alerts

HELP Provides information about LPEA’s text program & a number to call for support

My power came back on overnight, but I didn’t receive a message that it had been restored. Why?

As a courtesy to our LPEA members, automated text updates are disabled between 8 PM and 8 AM.

My neighbor watches my house when I travel. Can I have alerts sent to her phone?

Yes, you may register up to six mobile phone numbers to receive alerts from the same account. Please don’t sign up someone to receive alerts from your address without their permission.

My mother is elderly and lives alone. Can I get text notifications from her account?

Yes, with the account holder’s authorization, you can register your number to receive alerts for their account.

My neighbor’s power is out, but they are not registered for LPEA’s OTS program. Can I report the outage for them via text?

No. You or your neighbor should call LPEA at 1-888-839-5732 to report the outage. You may only report an outage via text message for the locations associated with your mobile phone. Your neighbor may register for the program by texting TEXTLPEA to 1-888-839-5732. Standard message and data rates may apply.

Why did the text message come out-of-order?

We send messages to you in order, but your cell phone carrier does not guarantee that messages will be delivered in order. If you get two messages in a row, you may have to scroll up to see both messages on your mobile phone’s screen.

Why does the OTS system say, “There was a problem with your message?”

If you have a signature line automatically set up for your outgoing messages, this could prevent the system from understanding your message. You may have misspelled a word. There could be a temporary service interruption. Please wait a few minutes and try again.

Why are some of the numbers/words in the message highlighted or underlined?

In text messages, highlighted or underlined text is a hyperlink that you can touch, such as a website or phone number that can automatically be dialed.

Why am I getting multiple alerts on my cell phone?

Your cell phone may be registered to receive messages from more than one LPEA account.

You will get additional alerts if LPEA sends a significant STATUS alert or if power has been restored.

What if I received a text message stating my power has been restored, but my lights are still not coming on?

Please check the circuit breaker at your property. If power is still not restored after checking the breaker, either text OUT or call 1-888-839-5732 to re-report the outage. There may be additional damage at your location that LPEA was not previously aware of when making the original repairs.

How much does texting cost?

Text alerts are offered at no charge by LPEA. However, your cell phone provider may bill you for text messages received and sent with this service. LPEA is not responsible for these charges. Before using, check with your cell phone service provider for text message costs.

Can LPEA guarantee delivery of text messages?

LPEA cannot guarantee delivery of text messages. Your cell phone wireless carrier is responsible for transmitting text messages. Text message delivery may be limited by your cell phone plan or your provider’s wireless coverage area. From time to time, the texting system may be unavailable and text messages cannot be sent by us. This could result in undelivered or untimely text messages.

What if I change my mobile phone number?

Prior to changing your mobile phone number, text QUIT to unregister your account. When you receive your new mobile phone number, be sure your LPEA account has been updated with the new mobile phone number, then text TEXTLPEA to 1-888-839-5732 to re-register your LPEA OTS account.

What happens if I lose my mobile phone and I get it replaced?

If you keep the same mobile phone number, you will continue to receive LPEA OTS messages. If you get a new mobile phone number you will need to be sure your LPEA account has been updated with the new mobile phone number, then text TEXTLPEA to 1-888-839-5732 to re-register your LPEA account.

What happens if I move?

If you move to another location outside of LPEA’s system, text QUIT from your current mobile phone number to opt out of the program. Otherwise, your number will be removed from our database within three days.

If you remain an LPEA member, but move to another location, please re-enroll in the LPEA OTS program. First, text QUIT to 1-888-839-5732, then text TEXTLPEA to 1-888-839-5732 to re-register your LPEA account with the new location.

What if I no longer want to receive OTS messages from LPEA?

To cancel your participation in LPEA’s OTS program, text QUIT to 1-888-839-5732. You will receive confirmation that you will no longer receive texts from La Plata Electric Association.